Configuring Stat Server Statistics

You configure the Stat Server statistics that WFM Data Aggregator tracks and records using the WFM Configuration Utility. Therefore, you must configure certain Stat Server settings required by WFM before launching the WFM
Configuration Utility and completing the WFM Data Aggregator configuration.

If you use the WFM Data Aggregator Configuration Wizard (instead of performing a manual installation and configuration) and you select the Wizard’s Add WFM Statistics option, the Wizard completes all the necessary Stat Server configuration. In this case, the statistics have the variant names (starting with WFM) listed in parentheses in the Statistic Name rows of the Stat Server Statistics Settings tables beginning with Table 1 in the section Configuring Statistics for Voice Interactions.

In addition, you must locate or configure in Configuration Manager the necessary Stat Server statistics for tracking WFM activities, so they will be available when configuring WFM Data Aggregator statistics in the WFM Configuration Utility.

Warning

You must restart Stat Server after configuration changes.

You must configure two parameters in Stat Server: TimeProfile and TimeRange.

TimeProfile

WFM Data Aggregator uses TimeProfile to order statistics for WFM activities from Stat Server based on a specific interval of time. This time interval is configured in Stat Server as TimeProfile.

If you use the WFM Data Aggregator Configuration Wizard instead of performing a manual installation and configuration, and select the Wizard’s Add WFM Statistics option, the Wizard completes all the necessary time profile configuration. In this case, the time profiles have these variant names (starting with WFM), such as:

WFMProfile,Growing=0:00+0:15

WFMTimeProfile,Growing=0:00+0:15

To configure the time profile, check the TimeProfiles section on the Options tab of the Stat Server Application object. If it does not exist, create this section.

After locating or creating this section, add the options:

WFMProfile,Growing=0:00+0:15

TimeProfileName,Growing=0:00+0:15

TimeProfileName indicates the name of the time profile to be used. The 0:15 parameter indicates that the request statistics are based on 15-minute intervals.

TimeRange

WFM Data Aggregator uses TimeRange to request that the service-factor statistics be calculated, based on the specified time interval. Usually, service factor is calculated as X% of calls answered in Y seconds. The Y seconds must be configured as the TimeRange parameter.

After you configure the time range, Stat Server uses it by default and returns the value for any service-factor statistic as X% of calls answered in [TimeRange] seconds. To configure the time range, check for the TimeRanges section of the Stat Server Application object. If it does not exist, create this section.

If you use the WFM Data Aggregator Configuration Wizard instead of performing a manual installation and configuration, and select the Wizard’s Add WFM Statistics option, the Wizard creates the necessary time range configuration. In this case, the time ranges have these variant names (starting with WFM):

WFMTimeRange10=0-10

WFMTimeRange15=0-15

WFMTimeRange20=0-20

WFMTimeRange30=0-30

WFMTimeRange60=0-60

WFMTimeRange90=0-90

After locating or creating this section, add these options:

TimeRange10=0-10

TimeRange15=0-15

TimeRange20=0-20

TimeRange30=0-30

TimeRange60=0-60

TimeRange90=0-90

In this case, 10, 15, 20, and so on, represent the Y seconds portion of the service factor calculation described above.

You can configure multiple time ranges for multiple service-level goals. A Customer Service goal of 80 percent of calls answered in 30 seconds and a Corporate Customer Service goal of 90 percent of calls answered in 10 seconds
is configured as follows:

CustTimeRange '0-30'

CorpTimeRange '0-10'

After you configure TimeRange statistic, use this option when configuring the Stat Server request in the WFM Configuration Utility.

Important

After restarting Stat Server, be certain that during initialization the TimeProfile and TimeRange statistics proceed successfully. See the Stat Server documentation for more details.

End of Procedure

Entering Settings for New Statistics

Summary: After you create new statistics, you must configure each to attach the correct properties to each. You can create one or more separate requests for each activity.

For example, if an activity named CustomerCare is handled by two different queues, the interaction volume can be obtained by creating a separate request to Stat Server for the TotalNumberCallsInbound statistic for each queue. WFM Data Aggregator automatically sums these results to calculate the total number of CustomerCare interactions.

Warning

Stat Server statistics are used to collect historical data. It is critical that the statistic requests be configured correctly.

Repeat Steps 1–5 until you have defined properties for all four options.

After entering all the required properties, click OK.

To create the next statistic, click the Create New Section/Options icon again.

Continue the procedure until you have created all the recommended statistics.

Click OK.

End of Procedure

If you need more information about Stat Server statistics, see the Stat Server documentation.

If you need more information about Stat Server statistics, see the Stat Server documentation.You can copy-and-paste a generic set of these recommended statistics, in the topic Using Copy-and-Paste Format for Statistics.

Predefined. You must configure a time range to use this statistic. Reports the percentage of interactions answered by

agents within the time range. Calculated as interactions answered divided by total interactions (answered + abandoned).

Statistic Name

TotalNumberCallsDistrib

Statistic Configuration

Option/Value pairs

Objects = Queue, RoutePoint, GroupQueues

Category = TotalNumber
MainMask = CallDistributed
Subject = DNAction

Comments

Predefined. Reports the number of interactions distributed to other objects from the specified object.

Statistic Name

AverTimeBeforeAnswering

Statistic Configuration

Option/Value pairs

Objects = Queue, RoutePoint, GroupQueues

Category = AverageTime
MainMask = CallAnswered
Subject = DNAction

Comments

Not predefined. Reports the average time an interaction range before being answered. Calculated as a ratio of total wait time for interactions to be answered divided by the number answered. Only interactions answered during the current time interval are counted.